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Monday, December 18th, 2023 3:50 PM

Why I can’t have access to Comcast/Xfinity 2 step verification ?

I’m a Canadian Xfinity/Comcast customer, who has a family vacation property in the US with a Xfinity Internet account.

I have been trying to find out WHY, i cannot get access to their Xfinity 2 step verification security? It has taken months, & dozens of calls w Customer Service Reps 

I FINALLY found out !

It’s because I DO NOT have a US cell phone number/plan therefore i cannot get access to their 2 step verification ???

Xfinity, requires that I have a US cell phone number & an email address (yet they accept all emails addresses (Canadian included) not just a US email accounts to access & verify an account!!!

BUT they won’t send a text to any International number because it costs them $$

I can understand that, but what i DON’T understand … is why they don’t have an alternate way of verifying their 2 step verification from just an email account ???

They ARE A TECH COMPANY AFTER ALL??? RIGHT?

Walmart US, US BANK, & many other US based companies have this already worked out. 

Where i can already use my own Canadian email address to get a 2 step verification number thru email to log into my Account SECURELY ‼️

Come on COMCAST GET YOUR ACT TOGETHER 

Official Employee

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1.5K Messages

6 months ago

Hi, @user_ob9a8s! We appreciate you for taking the time to visit XFINITY over our forums page to express your concern about the XFINITY 2-step verification process. At XFINITY, we take your account security very seriously. I have a vacation property in another state so I can relate to the concern. The great thing is you can turn off the Two-Step Verification but your online access to sign in to Xfinity web pages and most Xfinity apps will be protected only with your password and security questions. How does this sound?

7 Messages

Well, i had already had my account hacked and had a unknown user using my Account so i’m not sure that this method you suggested has worked well 😑

Official Employee

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1.5K Messages

Oh, my. @user_ob9a8s Since this has happened, I recommend in contacting our Customer Security Assurance team at 1-888-565-4329. Our awesome Customer Security Assurance (CSA) team makes sure you have a safe online experience! These security professionals handle issues like phishing, spam, infected computers (often called bots), online fraud and other security issues. Their hours of operation are 6:00 AM - 2:00 AM ET/Seven days a week.

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7 Messages

I just spoke to them this morning for about a half hour m, previous to writing this email & they said there was nothing they could do. 

That they were sorry that they could not be of more help ! 

So, this is why i wrote this email to draw attention to this on going problem. 

Ever since Xfinity has offered the 2 step verification, a great portion of their canadian customers who vacation in the US have been disregarded because Comcast will Not Provide an alternate way of getting verification like other US company’s 

Now maybe they will pay attention & listen when more international customers will be complaining about this very PROBLEM.

7 Messages

I’d just like that this be brought to their ATTENTION, & now hopefully it has 😍

7 Messages

I’d like that this be brought to the SECURITY DEPARTMENT’S upper management that is . ✅

Official Employee

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1.3K Messages

6 months ago

I will be sure to report your feedback as well. Keep in mind we always like any and all feedback from our customers, and you can leave any feedback here if you like as well my.xfinity.com Study (iperceptions.com)

7 Messages

Great thank you so much for your HELP 

Official Employee

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1.1K Messages

If there is anything we can assist you with in the meantime, please don't hesitate to reach out as needed.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

7 Messages

The CSA did not help w this issue at all!!!

Official Employee

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824 Messages

@user_ob9a8s We will certainly share your feedback about extending two-step verifications for international numbers. Our apologies that we are unable to accomodate this request currently. We will be sure to share your feedback with our team. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 Message

16 days ago

Xfinity has all of your billing account information and the IP addresses of you and the hacker and they can't have you verify your information over the phone, take one quick look at the locations of the IP addresses logging into your account and just sign out everyone from your account, change the password to a recovery password emailed to you or even better printed out and mailed to your home billing address for you to be able to regain control over your account? That sounds pretty lazy because it would most likely take 5-15 minutes of actual work and save you a lot of headache and trouble. 

This should be possible now, since Rogers Communications and Comcast have agreed on a 10 year contract brining Xfinity technology into Canada. 

I wouldn't have commented but Xfinity doesn't use their forums to solve problems, because every time someone actually has an issue their solution is always to call them. So what's the point of this? The whole point of a forum is so solutions can be offered and then every other person with that issue can find their problem in the forum and a solution is also there. But to have the solution to every actual problem to be calling them is not the purpose of a forum.

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